did not receive device

[josefduchesne]

I ordered a used phone, but did not receive the device or a confirmation email, however my account was charged. I do not have the order number or any details beyond my account information, the date I ordered it, and the card information I ordered it with. How can I resolve this?

@CS_Agent 

[Patchio · Accepted solution]

@josefduchesne 

You will need to contact CS_Agent to get a tracking number and any additional information for your phone order. 

Here’s the direct link to send a private message to CS_Agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

With this method, you will need to check your private message inbox (i.e., see the envelope icon at the upper right corner of the Community website).

Please provide them with the email address that you used to place your order, and the order number if you received an order confirmation email. 

(Edit to add: If you didn’t receive an order confirmation email when you placed your phone order, please check your junk mail folder to see if it might have been re-directed there).

@BKNS27 

Unfortunately, it’s not the same person. They are different customers doing the same thing because that’s what they’ve been asked to do by PM, as pointed out by softech in this post. 

Only problem is that most customers don’t understand the difference between posting a question on the community forum AND sending a private message to the support agent account, so now the forum is filled with new posts where customers are tagging the CS_Agent account because they think that is how a private message is sent. 

This is a self inflicted wound because PM didn’t provide customers with instructions on how to submit a private message. They simply assumed the customers could figure it out on their own. 

[BKNS27]

@computergeek541 

I’ve noticed that there was a lot of posting from various of new Community members tagging the CS_Agent. Same person?🤔

[computergeek541]

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@josefduchesne wrote:

I ordered a used phone, but did not receive the device or a confirmation email, however my account was charged. I do not have the order number or any details beyond my account information, the date I ordered it, and the card information I ordered it with. How can I resolve this?

@CS_Agent 

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From my experiences, Public Mobile doesn't usually provide an oreder update for CPO phone orders and the device usually arrives a few days later via UPS. Unfortunately, tagging CS_Agent is unlikelyt o get their attention or receive a response.  Please send them a private message (usually this would be done through the chatbot but there are some temporary issues with the ticketing system).